## Contents

| Service | Page | |-------------------------------|------| | Guidance | 1 | | Avanti West Coast | 4 | | c2c | 7 | | Caledonian Sleeper | 10 | | Chiltern Railways | 13 | | CrossCountry | 16 | | East Midlands Railway | 19 | | Govia Thameslink Railway | 22 | | Grand Central | 25 | | Great Western Railway | 28 | | Greater Anglia | 31 | | Heathrow Express | 34 | | Hull Trains | 37 | | London North Eastern Railway | 40 | | London Overground | 43 | | Merseyrail | 46 | | Northern Trains | 49 | | ScotRail | 52 | | South Western Railway | 55 | | Southeastern | 58 | | TFL Rail | 61 | | TFW Rail | 64 | | Transpennine Express | 67 | | West Midlands Trains | 70 | Key Facts

Owner group: This is the parent company which owns the train operating company. Operator: Train operating company. Franchise: Name of the franchise the train operating company operates. Franchise period: Period of time for which the train operating company has been contracted to run the franchise. Sector: Long distance, Regional, London and South East and Scotland. Operated stations 2019-20: Number of stations the train company operates. Employees 2019-20: Number of employees the train operating company has. Passenger journeys 2019-20: Number of annual passenger journeys on the train operating company.

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays, available at both train operating company and a national level.

The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020.

The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with the usefulness of information provided to passengers when delays occur, available at both train operating company and a national level.

The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020.

The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

Passenger satisfaction with provision of information during the journey

Passenger satisfaction with the information provided to passengers during the journey, available at both train operating company and a national level.

The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020.

The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes The number of assists booked by passengers through the National Passenger Assistance Booking System, known as Passenger Assist, managed by the Rail Delivery Group (RDG). Please note, the data does not include unbooked assistance, often called ‘Turn Up and Go’.

The number of booked assistance requests are shown for each company that manages a station, and therefore not necessarily against the train company which the passenger travels with. For example, if a passenger books assistance at Darlington station to board a CrossCountry train, the assist will be recorded against the station operator, which in this case would be LNER. This is why we do not have any data for those train companies who do not manage any stations.

Source: Rail Delivery Group (RDG) Data tables: Rail passenger assists by station operator - Table 16.03

Alternative accessible transport The number of instances where the train company provided Alternative Accessible Transport (AAT) in 2019-20. All operators must provide Free alternative transport to take passengers to the nearest or most convenient accessible station in certain circumstances, including:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

The volume of AAT a train company provides can be influenced by a number of factors which means volumes can often vary significantly from year to year.

Source: Train Operating Companies

Passenger experience of booked assistance in 2019-20 Passenger experience of booked assistance throughout 2019-20. Based on research by Breaking Blue (commissioned by ORR) consisting of interviews with 4,079 Passenger Assist users in 2019-20. This research is a repeat of the 2018-19 study which means the results are directly comparable.

The graphs are based on the following survey questions:

1. Passenger outcome for assistance that was booked: Question D5 - did you actually receive the following assistance?
2. Satisfaction with assistance at the station: Question D7 – how satisfied were you with the overall assistance at the station?
3. Satisfaction with the helpfulness and attitude of staff who provided assistance at the station: Question D17a – how satisfied were you with the helpfulness and attitude of staff who provided assistance at the station?
4. Overall satisfaction with the whole process from booking assistance to assistance received: Question D21 - how satisfied are you with the whole process from booking the assistance to the assistance received.

The sample size is shown due to varying sample sizes between operators. Operators with a sample size below 70 are not shown due to issues with the robustness of the data. Data not available for those operators who do not operate any stations, a note will indicate where this is the case.

Claims for redress following booked assistance failure in 2019-20 This box shows the volume of claims received for redress due to booked assistance failure in 2019-20, and the percentage of claims approved by the train operator.

The graph shows this by ‘rail period’ where a rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 The data in this box shows the top five causes of accessibility complaints for the train operator in 2019-20. The table also shows the proportion (as a percentage) of accessibility complaints each of these issues accounted for.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter The volume of complaint correspondence closed per 100,000 journeys. Complaints are normalised by passenger journeys to allow effective comparison of data between time periods and train operating companies.

Results are provided for the four quarters in 2019-20 which refer to 3-monthly time periods.

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter The percentage of complaints which are answered by the train operator within 20 working days. Our regulatory requirement is to close 95% of complaints within 20 working days.

Results are provided for the four quarters in 2019-20 which refer to 3-monthly time periods.

PP = percentage point change Source: Train Operating Companies Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20 The data in this box shows the top five causes of complaints for the train operator in 2019-20. The table also shows what proportion of complaints each of the top five complaints issues accounted for and the percentage point change for each complaint category versus 2018-19.

Source: Train Operating Companies Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaint handling 2019-20

Satisfaction with complaints handling process The proportion of passengers who were satisfied, dissatisfied and neither satisfied nor dissatisfied with the complaints handling process.

Satisfaction with outcome of complaint The proportion of passengers who were satisfied, dissatisfied and neither satisfied nor dissatisfied with the outcome of their complaint.

This data is generated from our complaint handling satisfaction survey administered by Critical Research on behalf of ORR. The 2019-20 survey wave generated just over 54,000 passenger responses. The number of responses per train company is also provided.

Source: Train Operating Companies Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20 The left-hand side of this box displays the volume of delay compensation claims closed by the train operator in 2019-20. The graph shows this by 'rail period' where a rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

The top-right hand side of this box displays the proportion of delay compensation claims closed which were approved by the train operator.

The bottom-right hand side of this box displays the proportion of delay compensation claims closed which have been answered by the train operator within 20 working days.

Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Avanti West Coast

Owner group: First Trenitalia West Coast Rail Limited Operator: Avanti West Coast Franchise: InterCity West Coast Franchise period: December 2019 - 2031 Sector: Long distance

Operated stations 2019-20: 16 Employees 2019-20: 3,383 Passenger journeys 2019-20: 37.5 million % change compared to last year: +5.1

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | Avanti West Coast | National | Change on last year | |------|------------------|----------|---------------------| | 2015 | 61% | 48% | -4.4 PP | | 2016 | 61% | 48% | 6.3 PP | | 2017 | 61% | 48% | | | 2018 | 61% | 48% | | | 2019 | 61% | 48% | |

Passenger satisfaction with how well the train company deals with delays

| Year | Avanti West Coast | National | Change on last year | |------|------------------|----------|---------------------| | 2015 | 56% | 41% | -4.2 PP | | 2016 | 56% | 41% | 3.7 PP | | 2017 | 56% | 41% | | | 2018 | 56% | 41% | | | 2019 | 56% | 41% | |

Passenger satisfaction with provision of information during the journey

| Year | Avanti West Coast | National | Change on last year | |------|------------------|----------|---------------------| | 2015 | 84% | 76% | -1.9 PP | | 2016 | 84% | 76% | 1.8 PP | | 2017 | 84% | 76% | | | 2018 | 84% | 76% | | | 2019 | 84% | 76% | |

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Avanti West Coast received 98,913 booked assistance requests in 2019-20. This accounted for 8.1% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger outcome for assistance that was booked (all passengers)

- All assistance received
- Some assistance received
- No assistance received

Satisfaction with assistance at the station (for those passengers met by staff) Note: Passenger outcome for assistance chart may not add up to 100% as ‘unsure/don’t know’ are not shown.

Source: Research by Breaking Blue

Overall satisfaction with the whole process from booking assistance to assistance received (all passengers) Avanti results based on a sample of 610 respondents. Please see the full report for detail on the margin of error for each train operator. The report is available here: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 Avanti West Coast received 386 claims for redress following booked assistance failure in 2019-20, of which 40.4% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=855) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Booked assistance not provided at station | 39% | | TOC accessibility policy | 10% | | Assistance booking process | 9% | | The ease of being able to get on and off | 6% | | Booked assistance not provided on train | 6% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC – Table 14.5

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Complaints handling and delay compensation

Avanti West Coast

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 143.0 | | Q2 | 170.3 | | Q3 | 212.6 | | Q4 | 252.5 |

Change from last year: 17.4%

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 99.2% | | Q2 | 97.6% | | Q3 | 97.5% | | Q4 | 98.3% |

Change from last year: 0.0 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Facilities on board | -1.5 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | 1.6 PP | | Ticketing and refunds policy | -1.5 PP | | Ticket buying Facilities - other | 0.6 PP | | Sufficient room for all passengers to sit/stand | 1.0 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Avanti sample size: 5,548

Satisfaction with complaints handling process

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | Avanti West Coast | 28% | 17% | 56% | | National | 30% | 19% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | Avanti West Coast | 32% | 10% | 58% | | National | 31% | 13% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Avanti West Coast closed 584,426 delay compensation claims in 2019-2020. This is 35% higher than the previous year.

Avanti West Coast approved 84.8% of delay compensation claims in 2019-2020.

Avanti West Coast responded to 94.9% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Avanti West Coast switched from DR30 scheme to DR15 from 2019-20 P10.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Owner group: Trenitalia Operator: c2c Franchise: Essex Thameside Franchise period: 9 November 2014 – 10 November 2029 Sector: London and South East

Operated stations 2019-20: 25 Employees 2019-20: 643 Passenger journeys 2019-20: 47.3 million % change compared to last year: -3.7

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes

c2c received 822 booked assistance requests in 2019-20. This accounted for 0.1% of all booked assists made nationally in 2019-20.

Alternative accessible transport

All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20

c2c received 28 claims for redress following booked assistance failure in 2019-20, of which 21.4% were approved.

Top 5 reasons for accessibility complaints in 2019-20

Overall 0.7% (n=110) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Other accessibility | 31% | | Booked assistance not provided at station | 17% | | Unable to hear announcements at station/on train | 11% | | Booked assistance not provided on train | 8% | | Lack of disabled facilities at station/on train | 5% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 32.0 | | Q2 | 30.8 | | Q3 | 33.3 | | Q4 | 44.7 |

Complaints rate per 100,000 journeys in 2019-20:

- Change from last year: 42.0%

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded | |---------|----------------------| | Q1 | 91.3% | | Q2 | 60.7% | | Q3 | 45.0% | | Q4 | 46.1% |

Change from last year: -40.0 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------|---------------------| | Smartcards | 6.7 PP | | Ticketing and refunds policy | 20.1 PP | | Ticket buying facilities - other | 1.7 PP | | Ticket buying facilities | 1.8 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | -11.5 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | c2c | National | |----------------------------------------------|-----|----------| | Satisfied | 11% | 30% | | Neither | 12% | 19% | | Dissatisfied | 77% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | c2c | National | |---------------------------------------|-----|----------| | Satisfied | 23% | 31% | | Neither | 12% | 13% | | Dissatisfied | 65% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

- c2c closed 20,097 delay compensation claims in 2019-2020. This is 55% lower than the previous year.

- c2c approved 82.9% of delay compensation claims in 2019-2020.

- c2c responded to 99.6% of delay compensation claims within 20 working days in 2019-2020.

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

c2c operate the Delay Repay 15 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Caledonian Sleeper

Owner group: Serco Operator: Caledonian Sleeper Franchise: Caledonian Sleeper Franchise period: 31 March 2015 – 31 March 2030 Sector: Scotland

Operated stations 2019-20: 0 Employees 2019-20: 195 Passenger journeys 2019-20: 0.3 million % change compared to last year: +3.2

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website. A link to the June 2017 results have been provided at the bottom of this page.

Passenger satisfaction with how well the train company deals with delays

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website. A link to the June 2017 results have been provided at the bottom of this page.

Passenger satisfaction with provision of information during the journey

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website. A link to the June 2017 results have been provided at the bottom of this page.

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Caledonian Sleeper passenger satisfaction Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Booked assistance volumes Data on the volume of booked assistance requests received in each rail period is available for each train operator that manages a station. This data is therefore not available for Caledonian Sleeper because they do not manage any stations.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger experience of booked assistance in 2019-20

Data on passenger satisfaction with booked assistance is not available for Caledonian Sleeper as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 Caledonian Sleeper received 2 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=18) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |---------------------------------------|------------------------------| | Other accessibility | 94% | | Disabled parking | 6% | | [No other accessibility categories reported] | - | | [No other accessibility categories reported] | - | | [No other accessibility categories reported] | - |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Caledonian Sleeper

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 205.7 | | Q2 | 394.1 | | Q3 | 381.8 | | Q4 | 335.4 |

Change from last year: 114.1%

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 96.3% | | Q2 | 42.6% | | Q3 | 91.9% | | Q4 | 98.6% |

Change from last year: -12.0 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------------------------------------------|--------------------------|---------------------| | Upkeep and repair of the train | 24.2% | 11.8 PP | | The toilet facilities | 13.0% | 8.8 PP | | Facilities on board | 11.4% | -0.8 PP | | The helpfulness and attitude of staff on train | 8.0% | 4.3 PP | | The provision of information during the journey | 6.2% | 3.6 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | |-----------------------------------------------| | Caledonian Sleeper | | Satisfied | 49% | | Neither | 15% | | Dissatisfied | 36% | | National | | Satisfied | 30% | | Neither | 19% | | Dissatisfied | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Caledonian Sleeper | | Satisfied | 55% | | Neither | 14% | | Dissatisfied | 31% | | National | | Satisfied | 31% | | Neither | 13% | | Dissatisfied | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Caledonian Sleeper closed 10,166 delay compensation claims in 2019-2020. This is 81% higher than the previous year.

Caledonian Sleeper approved 93.2% of delay compensation claims in 2019-2020.

Caledonian Sleeper responded to 91.2% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

Caledonian Sleeper operate the Delay Repay 30 compensation scheme

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Chiltern Railways

Owner group: Arriva UK Trains Operator: Chiltern Railways Franchise: Chiltern Railways Franchise period: 21 July 1996 – 11 December 2021 Sector: London and South East

Operated stations 2019-20: 35 Employees 2019-20: 850 Passenger journeys 2019-20: 28.4 million % change compared to last year: -3.2

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Chiltern Railways received 16,926 booked assistance requests in 2019-20. This accounted for 1.4% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

No data is available on this company’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 Chiltern Railways received 39 claims for redress following booked assistance failure in 2019-20, of which 84.6% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=98) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |---------------------------------------|------------------------------| | Booked assistance not provided at station | 26% | | Other accessibility | 17% | | Assistance booking process | 16% | | Assistance staff | 10% | | Booked assistance not provided on train | 8% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Chiltern Railways

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 19.8 | | Q2 | 23.3 | | Q3 | 20.6 | | Q4 | 24.8 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 99.9% | | Q2 | 99.7% | | Q3 | 99.9% | | Q4 | 99.9% |

Change from last year:

| Quarter | Change from last year | |---------|-----------------------| | Q1 | -4.0% PP | | Q2 | -0.1 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Sufficient room for all passengers to sit/stand | 7.6 PP | | Ticket buying facilities | 0.8 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | -11 PP | | Ticket buying facilities - other | -6.6 PP | | Ticketing and refunds policy | 1.2 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | |-----------------------------------------------| | Chiltern Railways | | Satisfied | | Neither | | Dissatisfied | | 32% | | 20% | | 48% | | National | | 30% | | 19% | | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | |----------------------------------------| | Chiltern Railways | | Satisfied | | Neither | | Dissatisfied | | 24% | | 15% | | 62% | | National | | 31% | | 13% | | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Chiltern Railways closed 24,561 delay compensation claims in 2019-2020. This is 17% higher than the previous year.

Chiltern Railways approved 72.5% of delay compensation claims in 2019-2020.

Chiltern Railways responded to 94.1% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Chiltern Railways operate a traditional delay compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

CrossCountry

Owner group: Arriva UK Trains Operator: CrossCountry Franchise: New CrossCountry Franchise period: September 2016 - October 2020 Sector: Long distance

Operated stations 2019-20: 0 Employees 2019-20: 1,978 Passenger journeys 2019-20: 39.8 million % change compared to last year: -2.1

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

![Chart showing passenger satisfaction with the usefulness of information when delays occur for CrossCountry and National. CrossCountry has a satisfaction rate of 55% compared to 48% for National. Change on last year: -0.8 PP for CrossCountry and 6.3 PP for National.]

Passenger satisfaction with how well the train company deals with delays

![Chart showing passenger satisfaction with how well the train company deals with delays for CrossCountry and National. CrossCountry has a satisfaction rate of 48% compared to 41% for National. Change on last year: 0.4 PP for CrossCountry and 3.7 PP for National.]

Passenger satisfaction with provision of information during the journey

![Chart showing passenger satisfaction with provision of information during the journey for CrossCountry and National. CrossCountry has a satisfaction rate of 76% compared to 75% for National. Change on last year: 1.8 PP for CrossCountry and -2.7 PP for National.]

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Booked assistance volumes Data on the volume of booked assistance requests received in each rail period is available for each train operator that manages a station. This data is therefore not available for CrossCountry because they do not manage any stations.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger experience of booked assistance in 2019-20

Data on passenger satisfaction with booked assistance is not available for CrossCountry as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 CrossCountry received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.8% (n=215) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Booked assistance not provided at station | 23% | | Assistance booking process | 17% | | Disabled toilets at station/on train | 11% | | Assistance staff | 9% | | Unbooked assistance not provided at station | 9% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

CrossCountry

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 52.9 | | Q2 | 65.1 | | Q3 | 68.5 | | Q4 | 86.1 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 100.0% | | Q2 | 100.0% | | Q3 | 100.0% | | Q4 | 100.0% |

Change from last year: 0.0 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 42.3% | 5.8 PP | | Facilities on board | 20.8% | -4.7 PP | | Sufficient room for all passengers to sit/stand | 15.0% | -0.2 PP | | The helpfulness and attitude of staff on train | 5.5% | -0.5 PP | | Other policy | 3.7% | 0.2 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

CrossCountry sample size: 3,447

Satisfaction with complaints handling process

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | CrossCountry | 45% | 20% | 35% | | National | 30% | 19% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | CrossCountry | 45% | 13% | 42% | | National | 31% | 13% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

CrossCountry closed 166,553 delay compensation claims in 2019-2020. This is 20% higher than the previous year.

CrossCountry approved 97% of delay compensation claims in 2019-2020.

CrossCountry responded to 96.9% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

CrossCountry operate the Delay Repay 30 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

**East Midlands Railway**

**Owner group:** Stagecoach\
**Operator:** East Midlands Trains\
**Franchise:** East Midlands\
**Franchise period:** August 2019 - August 2027\
**Sector:** Long distance / Regional

**Operated stations 2019-20:** 90\
**Employees 2019-20:** 2,441\
**Passenger journeys 2019-20:** 25.4 million\
**% change compared to last year:** -5.0

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)\
Data tables: TOC Key stats

Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic.\
Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

______________________________________________________________________

**Provision of information to passengers**

**Passenger satisfaction with the usefulness of information when delays occur**

| Year | East Midlands Railway | National | Change on last year | |------|-----------------------|----------|---------------------| | 2015 | 49% | 48% | -6.4 PP | | 2016 | 44% | 41% | 6.3 PP | | 2017 | 44% | 41% | | | 2018 | 44% | 41% | | | 2019 | 44% | 41% | |

**Passenger satisfaction with how well the train company deals with delays**

| Year | East Midlands Railway | National | Change on last year | |------|-----------------------|----------|---------------------| | 2015 | 44% | 41% | -2.8 PP | | 2016 | 44% | 41% | 3.7 PP | | 2017 | 44% | 41% | | | 2018 | 44% | 41% | | | 2019 | 44% | 41% | |

**Passenger satisfaction with provision of information during the journey**

| Year | East Midlands Railway | National | Change on last year | |------|-----------------------|----------|---------------------| | 2015 | 76% | 69% | 1.8 PP | | 2016 | 76% | 69% | | | 2017 | 76% | 69% | | | 2018 | 76% | 69% | | | 2019 | 76% | 69% | -2.9 PP |

PP = percentage point change\
The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes East Midlands Railway received 62,945 booked assistance requests in 2019-20. This accounted for 5.2% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

East Midlands Railway

Satisfaction with assistance at the station (for those passengers met by staff)

East Midlands Railway

National

88% 88%

Satisfaction with the helpfulness and attitude of staff who provided assistance at the station (for those passengers met by staff)

East Midlands Railway

National

89% 92%

Overall satisfaction with the whole process from booking assistance to assistance received (all passengers)

East Midlands Railway results based on a sample of 103 respondents. Please see the full report for detail on the margin of error for each train operator. The report is available here: Research into passenger experiences of Passenger Assists.

Claims for redress following booked assistance failure in 2019-20 East Midlands Railway received 114 claims for redress following booked assistance failure in 2019-20, of which 46.5% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 2.7% (n=427) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Booked assistance not provided at station | 46% | | Other accessibility | 27% | | Assistance booking process | 7% | | Lack of disabled facilities at station/on train | 5% | | Booked assistance not provided on train | 4% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

East Midlands Railway

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 48.7 | | Q2 | 78.0 | | Q3 | 63.2 | | Q4 | 54.7 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 99.8% | | Q2 | 97.8% | | Q3 | 98.9% | | Q4 | 99.7% |

Change from last year: 7.1%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 4.9 PP | | Sufficient room for all passengers to sit/stand | -7.1 PP | | Facilities on board | 0.5 PP | | The helpfulness and attitude of staff on train | -1.1 PP | | Ticket buying facilities | 0.1 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

East Midlands Railway sample size: 1,394

Satisfaction with complaints handling process

| East Midlands Railway | National | |-----------------------|----------| | Satisfied | 39% | | Neither | 18% | | Dissatisfied | 42% | | Total | 100% |

Satisfaction with outcome of complaint

| East Midlands Railway | National | |-----------------------|----------| | Satisfied | 41% | | Neither | 13% | | Dissatisfied | 47% | | Total | 100% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

East Midlands Railway closed 175,939 delay compensation claims in 2019-2020. This is 156% higher than the previous year.

East Midlands Railway approved 85.3% of delay compensation claims in 2019-2020.

East Midlands Railway responded to 95.8% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link. Key Facts

Owner group: Govia Operator: Govia Thameslink Railway (GTR) Franchise: Southern / Thameslink / Great Northern / Gatwick Express Franchise period: 14 September 2014 – 01 September 2021 Sector: London and South East

Operated stations 2019-20: 235 Employees 2019-20: 7,427 Passenger journeys 2019-20: 348.9 million % change compared to last year: +2.2

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | Gatwick Express | Great Northern | Southern | Thameslink | National | |------|----------------|----------------|----------|------------|----------| | 2015 | 51% | 49% | 48% | 45% | 39% | | 2016 | 51% | 49% | 48% | 45% | 39% | | 2017 | 51% | 49% | 48% | 45% | 39% | | 2018 | 51% | 49% | 48% | 45% | 39% | | 2019 | 51% | 49% | 48% | 45% | 39% |

Change on last year:

- Gatwick Express: 15.8 PP
- Great Northern: 7.0 PP
- Southern: 6.3 PP
- Thameslink: 8.3 PP
- National: 6.7 PP

Passenger satisfaction with how well the train company deals with delays

| Year | Gatwick Express | Great Northern | Southern | Thameslink | National | |------|----------------|----------------|----------|------------|----------| | 2015 | 57% | 41% | 38% | 39% | 37% | | 2016 | 57% | 41% | 38% | 39% | 37% | | 2017 | 57% | 41% | 38% | 39% | 37% | | 2018 | 57% | 41% | 38% | 39% | 37% | | 2019 | 57% | 41% | 38% | 39% | 37% |

Change on last year:

- Gatwick Express: 18.3 PP
- Great Northern: 3.7 PP
- Southern: 6.1 PP
- Thameslink: 10.1 PP
- National: 7.3 PP

Passenger satisfaction with provision of information during the journey

| Year | Gatwick Express | Great Northern | Southern | Thameslink | National | |------|----------------|----------------|----------|------------|----------| | 2015 | 83% | 77% | 77% | 76% | 76% | | 2016 | 83% | 77% | 77% | 76% | 76% | | 2017 | 83% | 77% | 77% | 76% | 76% | | 2018 | 83% | 77% | 77% | 76% | 76% | | 2019 | 83% | 77% | 77% | 76% | 76% |

Change on last year:

- Gatwick Express: 0.7 PP
- Great Northern: 21.7 PP
- Southern: 4.5 PP
- Thameslink: 1.8 PP
- National: -1.1 PP

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Govia Thameslink Railway received 52,307 booked assistance requests in 2019-20. This accounted for 4.3% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 Govia Thameslink Railway received 230 claims for redress following booked assistance failure in 2019-20, of which 57.4% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.3% (n=651) of complaints received by this operator were related to accessibility issues.

Govia Thameslink Railway

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Govia Thameslink Railway

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 11.6 | | Q2 | 17.8 | | Q3 | 15.8 | | Q4 | 14.3 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 100.0% | | Q2 | 100.0% | | Q3 | 99.9% | | Q4 | 100.0% |

Change from last year:

-7.2 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 23.9% | 3.8 PP | | Smartcards | 15.3% | 6.9 PP | | Ticket buying Facilities - other | 11.2% | 6.5 PP | | Ticket buying Facilities | 7.0% | 0.8 PP | | Ticketing and refunds policy | 6.0% | 1.4 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | |-----------------------------------------------| | Govia Thameslink Railway | | National | | Satisfied | | Neither | | Disatisfied | | 28% | | 20% | | 52% | | 30% | | 19% | | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | |----------------------------------------| | Govia Thameslink Railway | | National | | Satisfied | | Neither | | Disatisfied | | 24% | | 15% | | 61% | | 31% | | 13% | | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Govia Thameslink Railway closed 1,139,323 delay compensation claims in 2019-2020. This is 27% lower than the previous year.

Govia Thameslink Railway approved 84.7% of delay compensation claims in 2019-2020.

Govia Thameslink Railway responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Govia Thameslink Railway operate the Delay Repay 15 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link. Key Facts

**Grand Central**

**Owner group:** Arriva UK Trains\
**Operator:** Grand Central\
**Track access agreement:** 18 December 2007 – 01 December 2026\
**Sector:** Long distance

**Operated stations 2019-20:** 0\
**Employees 2019-20:** 222\
**Passenger journeys 2019-20:** 1.4 million\
**% change compared to last year:** -6.5

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)\
Data tables: TOC Key stats

Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic.\
Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

______________________________________________________________________

**Provision of information to passengers**

**Passenger satisfaction with the usefulness of information when delays occur**

| Year | Grand Central | National | Change on last year | |------|---------------|----------|---------------------| | 2015 | 77% | 41% | n/a | | 2016 | 76% | 41% | 6.3 PP | | 2017 | 77% | 41% | 3.7 PP | | 2018 | 77% | 41% | 0.4 PP | | 2019 | 77% | 41% | 1.8 PP |

Note: data not available for all waves due to low response rate

**Passenger satisfaction with how well the train company deals with delays**

| Year | Grand Central | National | Change on last year | |------|---------------|----------|---------------------| | 2015 | 87% | 76% | 4.4 PP | | 2016 | 87% | 76% | 1.8 PP | | 2017 | 87% | 76% | 0.4 PP | | 2018 | 87% | 76% | 3.7 PP | | 2019 | 87% | 76% | 6.3 PP |

Note: data not available for all waves due to low response rate

**Passenger satisfaction with provision of information during the journey**

| Year | Grand Central | National | Change on last year | |------|---------------|----------|---------------------| | 2015 | 87% | 76% | 4.4 PP | | 2016 | 87% | 76% | 1.8 PP | | 2017 | 87% | 76% | 0.4 PP | | 2018 | 87% | 76% | 3.7 PP | | 2019 | 87% | 76% | 6.3 PP |

Note: data not available for all waves due to low response rate

PP = percentage point change\
The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Booked assistance volumes Data on the volume of booked assistance requests received in each rail period is available for each train operator that manages a station. This data is therefore not available for Grand Central because they do not manage any stations.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger experience of booked assistance in 2019-20

Data on passenger satisfaction with booked assistance is not available for Grand Central as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.8% (n=21) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |---------------------------------------------|------------------------------| | Assistance booking process | 43% | | Assistance staff | 14% | | Booked assistance not provided at station | 14% | | Booked assistance not provided on train | 14% | | The ease of being able to get on and off | 10% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Claims for redress following booked assistance failure in 2019-20 Grand Central received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 84.9 | | Q2 | 130.1 | | Q3 | 140.6 | | Q4 | 154.8 |

Change from last year: -48.2 PP

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 99.7% | | Q2 | 98.4% | | Q3 | 98.9% | | Q4 | 99.7% |

Change from last year: 2.4 PP

PP = percentage point change Source: Train Operating Companies Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------|---------------------| | Sufficient room for all passengers to sit/stand | 9.7 PP | | Upkeep and repair of the train | -9.3 PP | | Facilities on board | 2.6 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | -8.4 PP | | Ticket buying facilities - other | 3.8 PP |

PP = percentage point change Source: Train Operating Companies Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | Grand Central | National | |---------------------------------------------|---------------|----------| | Satisfied | 32% | 30% | | Neither | 21% | 19% | | Dissatisfied | 47% | 51% |

Source: Train Operating Companies Data tables: Passenger satisfaction with complaints handling - Table 14.18

| Satisfaction with outcome of complaint | Grand Central | National | |---------------------------------------|---------------|----------| | Satisfied | 26% | 31% | | Neither | 10% | 13% | | Dissatisfied | 64% | 56% |

Source: Train Operating Companies Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Grand Central closed 11,732 delay compensation claims in 2019-2020. This is 10% higher than the previous year.

Grand Central approved 61.4% of delay compensation claims in 2019-2020.

Grand Central responded to 99% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Grand Central operate a traditional delay compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Owner group: FirstGroup Operator: Great Western Railway Franchise: Greater Western Franchise period: March 2015 - March 2023 Sector: Long distance / London and South East / Regional

Operated stations 2019-20: 197 Employees 2019-20: 6,452 Passenger journeys 2019-20: 97 million % change compared to last year: -3.0

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Great Western Railway received 154,195 booked assistance requests in 2019-20. This accounted for 12.6% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 Great Western Railway received 382 claims for redress following booked assistance failure in 2019-20, of which 24.6% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=919) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Great Western Railway

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 52.3 | | Q2 | 56.3 | | Q3 | 56.1 | | Q4 | 80.0 |

Change from last year: -5.8%

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded | |---------|----------------------| | Q1 | 98.8% | | Q2 | 98.7% | | Q3 | 99.1% | | Q4 | 94.3% |

Change from last year: 0.6 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Ticket buying facilities - other | 3.6 PP | | Sufficient room for all passengers to sit/stand | -1.3 PP | | Facilities on board | -1.5 PP | | Ticketing and refunds policy | -0.7 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | -1.2 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | |-----------------------------------------------| | Great Western Railway | | Satisfied | 27% | | Neither | 18% | | Dissatisfied | 54% | | National | | Satisfied | 30% | | Neither | 19% | | Dissatisfied | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Great Western Railway | | Satisfied | 32% | | Neither | 13% | | Dissatisfied | 55% | | National | | Satisfied | 31% | | Neither | 13% | | Dissatisfied | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Great Western Railway closed 381,130 delay compensation claims in 2019-2020. This is 135% higher than the previous year.

Great Western Railway approved 74.1% of delay compensation claims in 2019-2020.

Great Western Railway responded to 99.8% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Great Western Railway switched from a traditional delay compensation scheme to DR 15 from 2019-20 P1

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Greater Anglia

Owner group: Abellio / Mitsui Operator: Abellio Franchise: East Anglia Franchise period: 16 October 2016 – 11 October 2025 Sector: London and South East

Operated stations 2019-20: 133 Employees 2019-20: 2,913 Passenger journeys 2019-20: 84.9 million % change compared to last year: 0.0

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

![Graph showing passenger satisfaction with the usefulness of information when delays occur for Greater Anglia and National.]

Change on last year

-0.1 PP 6.3 PP

Passenger satisfaction with how well the train company deals with delays

![Graph showing passenger satisfaction with how well the train company deals with delays for Greater Anglia and National.]

Change on last year

8.5 PP 3.7 PP

Passenger satisfaction with provision of information during the journey

![Graph showing passenger satisfaction with provision of information during the journey for Greater Anglia and National.]

Change on last year

1.8 PP -0.8 PP

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Greater Anglia received 36,766 booked assistance requests in 2019-20. This accounted for 3% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 Greater Anglia received 96 claims for redress following booked assistance failure in 2019-20, of which 85.4% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=366) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Greater Anglia

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 28.2 | | Q2 | 40.7 | | Q3 | 36.9 | | Q4 | 53.8 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 99.5% | | Q2 | 99.5% | | Q3 | 99.7% | | Q4 | 99.7% |

Change from last year: 5.3 PP

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Reason | Percentage of complaints | Change on last year | |---------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 39.0% | 6.9 PP | | Facilities on board | 8.8% | 2.1 PP | | Ticket buying facilities - other | 5.4% | 3.6 PP | | Sufficient room for all passengers to sit/stand | 5.1% | -0.3 PP | | Ticketing and refunds policy | 4.7% | -4.6 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Greater Anglia sample size: 4,989

Satisfaction with complaints handling process

| Greater Anglia | National | |----------------|----------| | Satisfied | 36% | | Neither | 20% | | Dissatisfied | 44% | | Satisfied | 30% | | Neither | 19% | | Dissatisfied | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Greater Anglia | National | |----------------|----------| | Satisfied | 35% | | Neither | 14% | | Dissatisfied | 51% | | Satisfied | 31% | | Neither | 13% | | Dissatisfied | 56% |

Source: Train Operating Companies

Data tables: Complaints rate by train operating company - Table 14.9

Delay compensation claims in 2019-20

Greater Anglia closed 593,721 delay compensation claims in 2019-2020. This is 39% higher than the previous year.

Greater Anglia approved 87.6% of delay compensation claims in 2019-2020.

Greater Anglia responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Greater Anglia operate the Delay Repay 15 compensation scheme

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Heathrow Express

Owner group: Heathrow Airport Holdings Operator: Heathrow Express Operation start date: 28 June 1998 Sector: Provides an airport rail link between London Heathrow Airport and Paddington

Operated stations 2019-20: 3 Employees 2019-20: 188 Passenger journeys 2019-20: 5.8 million % change compared to last year: -6.4

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Note: data not available for all waves due to low response rate

Passenger satisfaction with how well the train company deals with delays

Note: data not available for all waves due to low response rate

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Heathrow Express

Booked assistance volumes Heathrow Express received 430 booked assistance requests in 2019-20. This accounted for less than 0.1% of all booked assists made nationally in 2019-20.

No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 Heathrow Express received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.0% of all complaints were related to accessibility issues. Heathrow Express did not report any accessibility complaints in 2019-20.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | [No accessibility complaints reported] | - | | [No accessibility complaints reported] | - | | [No accessibility complaints reported] | - | | [No accessibility complaints reported] | - | | [No accessibility complaints reported] | - |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 13.3 | | Q2 | 14.2 | | Q3 | 23.0 | | Q4 | 40.6 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 100.0% | | Q2 | 100.0% | | Q3 | 100.0% | | Q4 | 100.0% |

Change from last year:

| Quarter | Change from last year | |---------|-----------------------| | Q1 | -20.5% | | Q2 | 0.0 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Reason | Percentage of complaints | Complaint type | Change on last year | |------------------------------------------------------------------------|--------------------------|--------------------------------------------------------------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 26.8% | Punctuality/reliability (i.e. the train arriving/departing on time) | -5.0 PP | | Ticket buying Facilities | 24.7% | Ticket buying Facilities | -3.9 PP | | Provision of information on website or mobile apps | 20.2% | Provision of information on website or mobile apps | 11.2 PP | | The attitudes and helpfulness of the staff at station | 10.4% | The attitudes and helpfulness of the staff at station | 3.0 PP | | Ticketing and refunds policy | 7.1% | Ticketing and refunds policy | 1.9 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | Heathrow Express | National | |----------------------------------------------|------------------|----------| | Satisfied | 15% | 30% | | Neither | 15% | 19% | | Dissatisfied | 70% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | Heathrow Express | National | |---------------------------------------|------------------|----------| | Satisfied | 18% | 31% | | Neither | 9% | 13% | | Dissatisfied | 73% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Heathrow Express closed 10,365 delay compensation claims in 2019-2020. This is 12% higher than the previous year.

Heathrow Express approved 28.8% of delay compensation claims in 2019-2020.

Heathrow Express responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Heathrow Express operate a delay compensation scheme of Delays of 15+ mins.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Owner group: FirstGroup Operator: Hull Trains Track access agreement end date: December 2029 Sector: Long distance

Operated stations 2019-20: 0 Employees 2019-20: 129 Passenger journeys 2019-20: 1 million % change compared to last year: +3.5

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

![Graph showing passenger satisfaction with the usefulness of information when delays occur for Hull Trains and National.]

Change on last year

- Hull Trains: 64%
- National: 48%

Note: data not available for all waves due to low response rate

Passenger satisfaction with how well the train company deals with delays

![Graph showing passenger satisfaction with how well the train company deals with delays for Hull Trains and National.]

Change on last year

- Hull Trains: 66%
- National: 41%

Note: data not available for all waves due to low response rate

Passenger satisfaction with provision of information during the journey

![Graph showing passenger satisfaction with provision of information during the journey for Hull Trains and National.]

Change on last year

- Hull Trains: 91%
- National: 76%

Note: data not available for all waves due to low response rate

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Booked assistance volumes Data on the volume of booked assistance requests received in each rail period is available for each train operator that manages a station. This data is therefore not available for Hull Trains because they do not manage any stations.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger experience of booked assistance in 2019-20

Data on passenger satisfaction with booked assistance is not available for Hull Trains as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 Hull Trains received 1 claim for redress following booked assistance failure in 2019-20, which was approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.7% (n=9) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Other accessibility | 33% | | Assistance staff | 22% | | Assistance booking process | 11% | | Booked assistance not provided at station | 11% | | Lack of disabled facilities at station/on train | 11% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 64.6 | | Q2 | 83.2 | | Q3 | 100.9 | | Q4 | 187.1 |

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 97.6% | | Q2 | 78.2% | | Q3 | 80.4% | | Q4 | 95.0% |

Top 5 reasons for complaints in 2019-20

| Reason | Change on last year | |-----------------------------------------------------------------------|---------------------| | Sufficient room for all passengers to sit/stand | 10.6 PP | | Facilities on board | 9.1 PP | | Punctuality/reliability (i.e. the train arriving/departing on time) | -21.0 PP | | Upkeep and repair of the train | -9.1 PP | | Other – miscellaneous | 4.9 PP |

Passenger satisfaction with complaints handling 2019-20

| Hull Trains | National | |-------------|----------| | Satisfaction with complaints handling process | Satisfaction with outcome of complaint | | Hull Trains | National | | 40% | 36% | | 18% | 13% | | 42% | 52% |

Hull Trains approved 92.2% of delay compensation claims in 2019-2020.

Hull Trains responded to 97.7% of delay compensation claims within 20 working days in 2019-2020.

Hull Trains operate a traditional delay compensation scheme

Note: A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link. Key Facts

Owner group: DfT OLR Holdings Limited Operator: London North Eastern Railway Franchise: InterCity East Coast Franchise period: 24 June 2018 - * Sector: Long distance

\*Under the OLR there is currently no set end date to the franchise period

Operated stations 2019-20: 11 Employees 2019-20: 3,055 Passenger journeys 2019-20: 21.2 million % change compared to last year: -4.7

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes London North Eastern Railway received 104,010 booked assistance requests in 2019-20. This accounted for 8.5% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress Following booked assistance failure in 2019-20 London North Eastern Railway received 439 claims for redress following booked assistance failure in 2019-20, of which 30.3% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.9% (n=633) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 126.5 | | Q2 | 150.2 | | Q3 | 192.5 | | Q4 | 150.2 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded | |---------|----------------------| | Q1 | 155.0 | | Q2 | 94.2% | | Q3 | 81.4% | | Q4 | 98.3% |

Change from last year:

| Quarter | Change from last year | |---------|-----------------------| | Q1 | 37.1% | | Q2 | 15.5% | | Q3 | 15.7% | | Q4 | 15.3% |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Facilities on board | 8.3 PP | | The helpfulness and attitude of staff on train | -0.5 PP | | Ticket buying facilities - other | -5.7 PP | | Other – miscellaneous | 4.1 PP | | Ticketing and refunds policy | -0.7 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | |-----------------------------------------------| | London North Eastern Railway | | National | | Satisfied | | Neither | | Dissatisfied | | 40% | | 17% | | 44% | | 30% | | 19% | | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | |----------------------------------------| | London North Eastern Railway | | National | | Satisfied | | Neither | | Dissatisfied | | 42% | | 13% | | 46% | | 31% | | 13% | | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

London North Eastern Railway closed 453,020 delay compensation claims in 2019-2020. This is 9% higher than the previous year.

London North Eastern Railway approved 90% of delay compensation claims in 2019-2020.

London North Eastern Railway responded to 97.2% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link. Key Facts

London Overground

Owner group: Arriva UK Trains Operator: Arriva Rail London (ARL) TFL concession: London Overground Concession period: 13 November 2016 – 01 May 2024 Sector: London and South East

Operated stations 2019-20: 81 Employees 2019-20: 1,502 Passenger journeys 2019-20: 186 million % change compared to last year: -1.1

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | London Overground | National | Change on last year | |------|-------------------|----------|---------------------| | 2015 | 52% | 48% | 11.8 PP | | 2016 | 52% | 48% | 6.3 PP | | 2017 | 52% | 48% | | | 2018 | 52% | 48% | | | 2019 | 52% | 48% | |

Passenger satisfaction with how well the train company deals with delays

| Year | London Overground | National | Change on last year | |------|-------------------|----------|---------------------| | 2015 | 41% | 40% | 3.7 PP | | 2016 | 41% | 40% | 6.1 PP | | 2017 | 41% | 40% | | | 2018 | 41% | 40% | | | 2019 | 41% | 40% | |

Passenger satisfaction with provision of information during the journey

| Year | London Overground | National | Change on last year | |------|-------------------|----------|---------------------| | 2015 | 79% | 76% | -1.5 PP | | 2016 | 79% | 76% | 1.8 PP | | 2017 | 79% | 76% | | | 2018 | 79% | 76% | | | 2019 | 79% | 76% | |

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

**Booked assistance volumes**

London Overground received 1,209 booked assistance requests in 2019-20. This accounted for 0.1% of all booked assists made nationally in 2019-20.

![Graph showing booked assistance volumes for London Overground from 2018-19 to 2019-20.](image)

Note: This excludes un-booked assistance. A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

**Alternative accessible transport**

All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

![Graph showing top 5 reasons for accessibility complaints in 2019-20.](image)

**Passenger experience of booked assistance in 2019-20**

No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue

Report: Research into passenger experiences of Passenger Assists

**Claims for redress following booked assistance failure in 2019-20**

London Overground received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20

Source: Train Operating Companies

**Top 5 reasons for accessibility complaints in 2019-20**

Overall 0.4% (n=10) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Lack of disabled facilities at station/on train | 100% | | [No other accessibility categories reported] | - | | [No other accessibility categories reported] | - | | [No other accessibility categories reported] | - | | [No other accessibility categories reported] | - |

Source: Train Operating Companies

Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

London Overground

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 0.5 | | Q2 | 1.6 | | Q3 | 1.3 | | Q4 | 2.1 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 96.5% | | Q2 | 89.9% | | Q3 | 89.2% | | Q4 | 92.2% |

Change from last year: 103.8%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Percentage of complaints | Complaint type | Change on last year | |--------------------------|----------------------------------------------------|---------------------| | 51.6% | Punctuality/reliability (i.e. the train arriving/departing on time) | 6.0 PP | | 17.8% | The attitudes and helpfulness of the staff at station | 2.4 PP | | 4.4% | Environmental | 0.6 PP | | 4.2% | Timetabling | -0.6 PP | | 3.6% | Provision of information about train times/platforms | 2.9 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Satisfaction with complaints handling process

Satisfaction with outcome of complaint

Note: London Overground were unable to supply this information in time for publication due to exceptional operational constraints caused by the impact of Covid-19.

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

London Overground closed 19,704 delay compensation claims in 2019-2020. This is 98% higher than the previous year.

London Overground approved 76.9% of delay compensation claims in 2019-2020.

London Overground responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

London Overground operate a traditional delay compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Merseyrail

Owner group: Serco / Abellio Operator: Merseyrail Franchise: Merseyrail Franchise period: 20 July 2003 – 22 July 2028 Sector: Regional

Operated stations 2019-20: 66 Employees 2019-20: 1,168 Passenger journeys 2019-20: 42.6 million % change compared to last year: +1.1

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | Merseyrail | National | Change on last year | |------|------------|----------|---------------------| | 2015 | 59% | 48% | 6.7 PP | | 2016 | 6.3 PP | | | | 2017 | 6.7 PP | | | | 2018 | 3.7 PP | | | | 2019 | 1.8 PP | | |

Passenger satisfaction with how well the train company deals with delays

| Year | Merseyrail | National | Change on last year | |------|------------|----------|---------------------| | 2015 | 45% | 41% | 1.0 PP | | 2016 | 3.7 PP | | | | 2017 | 1.0 PP | | | | 2018 | 0.6 PP | | | | 2019 | 1.8 PP | | |

Passenger satisfaction with provision of information during the journey

| Year | Merseyrail | National | Change on last year | |------|------------|----------|---------------------| | 2015 | 85% | 76% | 0.6 PP | | 2016 | 1.8 PP | | | | 2017 | 0.6 PP | | | | 2018 | 1.8 PP | | | | 2019 | 0.6 PP | | |

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Merseyrail received 5,043 booked assistance requests in 2019-20. This accounted for 0.4% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Passenger experience of booked assistance in 2019-20 No data is available on this company’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Claims for redress following booked assistance failure in 2019-20 Merseyrail received 8 claims for redress following booked assistance failure in 2019-20, of which 37.5% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 4.0% (n=114) of complaints received by this operator were related to accessibility issues.

| Complaint type | % of accessibility complaints | |-----------------------------------------------------|------------------------------| | Other accessibility | 32% | | Unbooked assistance not provided at station | 19% | | Lack of disabled facilities at station/on train | 11% | | Assistance staff | 11% | | Booked assistance not provided at station | 10% |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Merseyrail

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 7.2 | | Q2 | 8.7 | | Q3 | 6.5 | | Q4 | 4.0 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded | |---------|----------------------| | Q1 | 100.0% | | Q2 | 99.8% | | Q3 | 100.0% | | Q4 | 100.0% |

Change from last year:

| Quarter | Change from last year | |---------|-----------------------| | Q1 | -26.0% | | Q2 | 0.1 PP |

PP = percentage point change Source: Train Operating Companies Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 30.2% | -7.4 PP | | Ticket buying facilities | 11.8% | 6.2 PP | | The attitudes and helpfulness of the staff at station | 7.5% | 1.2 PP | | On board policy | 4.8% | 2.2 PP | | Sufficient room for all passengers to sit/stand | 4.1% | 2.7 PP |

PP = percentage point change Source: Train Operating Companies Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20 | Merseyrail sample size: 57

Satisfaction with complaints handling process

Satisfaction with outcome of complaint

Note: Due to a low sample size, the results for Merseyrail have not been shown within this report.

Source: Train Operating Companies | Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Merseyrail closed 988 delay compensation claims in 2019-2020. This is 27% lower than the previous year.

Merseyrail approved 98% of delay compensation claims in 2019-2020.

Merseyrail responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

**Northern Trains**

**Owner group:** Arriva UK Trains\
**Operator:** Northern\
**Franchise:** Northern\
**Franchise period:** 01 April 2016 – 31 March 2025\
**Sector:** Regional

Operated stations 2019-20: 477\
Employees 2019-20: 6,351\
Passenger journeys 2019-20: 108 million\
% change compared to last year: +6.6

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)\
Data tables: TOC Key stats\
Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic.\
Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

______________________________________________________________________

Provision of information to passengers

**Passenger satisfaction with the usefulness of information when delays occur**

![Graph showing passenger satisfaction with the usefulness of information when delays occur for Northern Trains and National.]

Change on last year: 6.3 PP (48%) and 4.7 PP (39%)

**Passenger satisfaction with how well the train company deals with delays**

![Graph showing passenger satisfaction with how well the train company deals with delays for Northern Trains and National.]

Change on last year: 3.7 PP (41%) and 2.9 PP (34%)

**Passenger satisfaction with provision of information during the journey**

![Graph showing passenger satisfaction with provision of information during the journey for Northern Trains and National.]

Change on last year: 1.8 PP (76%) and 3.9 PP (64%)

PP = percentage point change\
The NRPS takes places twice a year, in Spring (S) and Autumn (A)\
Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Northern Trains received 46,692 booked assistance requests in 2019-20. This accounted for 3.8% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 Northern Trains received 128 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.3% (n=532) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies

Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Northern Trains

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 24.5 | | Q2 | 24.9 | | Q3 | 31.6 | | Q4 | 47.6 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 97.6% | | Q2 | 96.0% | | Q3 | 94.2% | | Q4 | 95.4% |

Change from last year:

| Quarter | Change from last year | |---------|-----------------------| | Q1 | -27.4% | | Q2 | 95.6% | | Q3 | 26.7 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Reason | Percentage of complaints | Change on last year | |-----------------------------------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 39.0% | 0.7 PP | | The attitudes and helpfulness of the staff at station | 7.0% | 2.0 PP | | Sufficient room for all passengers to sit/stand | 6.9% | 1.4 PP | | The helpfulness and attitude of staff on train | 6.0% | 0.5 PP | | Ticket buying facilities - other | 4.9% | 3.6 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Northern Trains sample size: 5,397

Satisfaction with complaints handling process

| Train | Satisfied | Neither | Dissatisfied | |----------------|-----------|---------|--------------| | Northern Trains| 20% | 18% | 63% | | National | 30% | 19% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Train | Satisfied | Neither | Dissatisfied | |----------------|-----------|---------|--------------| | Northern Trains| 21% | 12% | 67% | | National | 31% | 13% | 56% |

Source: Train Operating Companies

Data tables: Complaints rate by train operating company - Table 14.9

Delay compensation claims in 2019-20

Northern Trains closed 364,689 delay compensation claims in 2019-2020. This is 48% higher than the previous year.

Northern Trains approved 75.9% of delay compensation claims in 2019-2020.

Northern Trains responded to 96.7% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Northern Trains switched from DR 30 to DR 15 from 2018-19 P10

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

ScotRail

Owner group: Abellio Operator: Abellio ScotRail Franchise: ScotRail Franchise period: 1 April 2015 – 21 March 2025 Sector: Scotland

Operated stations 2019-20: 354 Employees 2019-20: 5,162 Passenger journeys 2019-20: 96.4 million % change compared to last year: -1.4

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes ScotRail received 64,011 booked assistance requests in 2019-20. This accounted for 5.2% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 ScotRail received 290 claims for redress following booked assistance failure in 2019-20, of which 17.2% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 11.1% (n=281) of complaints received by this operator were related to accessibility issues.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

ScotRail

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 30.6 | | Q2 | 27.1 | | Q3 | 21.4 | | Q4 | 24.1 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded | |---------|----------------------| | Q1 | 99.9% | | Q2 | 99.8% | | Q3 | 99.6% | | Q4 | 99.8% |

Change from last year:

-16.3%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Reason | Percentage of complaints | Change on last year | |---------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 28.0% | 0.0 PP | | Sufficient room for all passengers to sit/stand | 12.1% | 0.7 PP | | Ticketing and refunds policy | 9.4% | -0.5 PP | | The helpfulness and attitude of staff on train | 6.6% | 1.9 PP | | The attitudes and helpfulness of the staff at station | 6.1% | -0.7 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Scotrail sample size: 3,598

Satisfaction with complaints handling process

| ScotRail | National | |----------|----------| | Satisfied | 30% | 30% | | Neither | 21% | 19% | | Dissatisfied | 48% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| ScotRail | National | |----------|----------| | Satisfied | 24% | 31% | | Neither | 15% | 13% | | Dissatisfied | 61% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

ScotRail closed 117,004 delay compensation claims in 2019-2020. This is 18% lower than the previous year.

ScotRail approved 82.9% of delay compensation claims in 2019-2020.

ScotRail responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Scotrail operate the Delay Repay 30 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

South Western Railway

Owner group: FirstGroup & MTR Operator: South Western Railway Franchise: South Western Franchise period: August 2017 - August 2024 Sector: London and South East

Operated stations 2019-20: 184 Employees 2019-20: 5,308 Passenger journeys 2019-20: 203.7 million % change compared to last year: -5.7

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes South Western Railway received 56,956 booked assistance requests in 2019-20. This accounted for 4.7% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 South Western Railway received 246 claims for redress following booked assistance failure in 2019-20, of which 45.5% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 11.1% (n=604) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

South Western Railway

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 20.3 | | Q2 | 21.7 | | Q3 | 25.0 | | Q4 | 30.8 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 97.8% | | Q2 | 97.8% | | Q3 | 97.4% | | Q4 | 82.2% |

Change from last year: 1.3%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 29.3% | 21 PP | | Claim rejected | 10.8% | 4.1 PP | | Ticket buying facilities - other | 5.1% | 2.3 PP | | The attitudes and helpfulness of the staff at station | 5.0% | 0.5 PP | | Compensation claims process | 4.8% | -1.3 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

South Western Railway sample size: 2,865

Satisfaction with complaints handling process

| South Western Railway | National | |-----------------------|----------| | Satisfied | 24% | | Neither | 18% | | Dissatisfied | 58% | | Total | 100% |

Satisfaction with outcome of complaint

| South Western Railway | National | |-----------------------|----------| | Satisfied | 29% | | Neither | 12% | | Dissatisfied | 59% | | Total | 100% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

South Western Railway closed 755,515 delay compensation claims in 2019-2020. This is 1% lower than the previous year.

South Western Railway approved 83.4% of delay compensation claims in 2019-2020.

South Western Railway responded to 98.6% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

South Western Railway operate the Delay Repay 15 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

Owner group: Govia Operator: Southeastern Franchise: South Eastern Franchise period: 01 April 2006 – 10 November 2019 Sector: London and South East

Operated stations 2019-20: 164 Employees 2019-20: 4,511 Passenger journeys 2019-20: 179.5 million % change compared to last year: -2.0

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | Southeastern | National | Change on last year | |------|--------------|----------|---------------------| | 2015 | 48% | 48% | 2.0 PP | | 2016 | 41% | 44% | 6.3 PP | | 2017 | 39% | 41% | | | 2018 | 37% | 37% | | | 2019 | 36% | 37% | |

Passenger satisfaction with how well the train company deals with delays

| Year | Southeastern | National | Change on last year | |------|--------------|----------|---------------------| | 2015 | 73% | 76% | 3.6 PP | | 2016 | 76% | 77% | 3.7 PP | | 2017 | 75% | 76% | | | 2018 | 74% | 75% | | | 2019 | 73% | 74% | |

Passenger satisfaction with provision of information during the journey

| Year | Southeastern | National | Change on last year | |------|--------------|----------|---------------------| | 2015 | 76% | 73% | 1.8 PP | | 2016 | 75% | 73% | 3.1 PP | | 2017 | 74% | 73% | | | 2018 | 73% | 73% | | | 2019 | 73% | 73% | |

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes Southeastern received 28,528 booked assistance requests in 2019-20. This accounted for 2.3% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Passenger experience of booked assistance in 2019-20

Southeastern

Claims for redress following booked assistance failure in 2019-20 Southeastern received 94 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.5% (n=511) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 16.9 | | Q2 | 15.0 | | Q3 | 16.0 | | Q4 | 17.8 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 100.0% | | Q2 | 100.0% | | Q3 | 100.0% | | Q4 | 100.0% |

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Percentage of complaints | Complaint type | Change on last year | |--------------------------|----------------------------------------------------|---------------------| | 15.1% | Facilities on board | 4.4 PP | | 14.2% | Punctuality/reliability (i.e. the train arriving/departing on time) | -4.5 PP | | 7.3% | Smartcards | 0.2 PP | | 5.7% | Other complaints handling | 5.1 PP | | 5.3% | The attitudes and helpfulness of the staff at station | 1.3 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Satisfaction with complaints handling process

Southeastern

- Satisfied: 35%
- Neither: 22%
- Dissatisfied: 43%

National

- Satisfied: 30%
- Neither: 19%
- Dissatisfied: 51%

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

Southeastern

- Satisfied: 28%
- Neither: 16%
- Dissatisfied: 56%

National

- Satisfied: 31%
- Neither: 13%
- Dissatisfied: 56%

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Southeastern closed 559,883 delay compensation claims in 2019-2020. This is 24% higher than the previous year.

Southeastern approved 87.9% of delay compensation claims in 2019-2020.

- Approved
- Not Approved

Southeastern responded to 100% of delay compensation claims within 20 working days in 2019-2020.

- Responded within 20 working days
- No response within 20 working days

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Southeastern switched from DR30 scheme to DR15 from 2019-20 P6

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

TfL Rail

Owner group: MTR Corporation Operator: MTR Crossrail TfL concession: TfL Rail Concession period: 31 May 2015 - 30 May 2023 Sector: London and South East

Operated stations 2019-20: 24 Employees 2019-20: 1,515 Passenger journeys 2019-20: 55.5 million % change compared to last year: +8.2

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

![Graph showing passenger satisfaction with the usefulness of information when delays occur for TfL Rail and National.]

Change on last year: 6.3 PP

Note: data not available for all waves due to low response rate

Passenger satisfaction with how well the train company deals with delays

![Graph showing passenger satisfaction with how well the train company deals with delays for TfL Rail and National.]

Change on last year: 6.3 PP

Note: data not available for all waves due to low response rate

Passenger satisfaction with provision of information during the journey

![Graph showing passenger satisfaction with provision of information during the journey for TfL Rail and National.]

Change on last year: 3.9 PP

Note: data not available for all waves due to low response rate

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes TfL Rail received 2,023 booked assistance requests in 2019-20. This accounted for 0.2% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

No data is available on this company’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Claims for redress following booked assistance failure in 2019-20 TfL Rail received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.0% of all complaints were related to accessibility issues. TfL Rail did not report any accessibility complaints in 2019-20.

| Complaint type | % of accessibility complaints | |---------------------------------------|------------------------------| | [No accessibility complaints reported]| - | | [No accessibility complaints reported]| - | | [No accessibility complaints reported]| - | | [No accessibility complaints reported]| - | | [No accessibility complaints reported]| - |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 1.9 | | Q2 | 2.3 | | Q3 | 2.1 | | Q4 | 2.7 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 97.8% | | Q2 | 98.8% | | Q3 | 100.0% | | Q4 | 98.0% |

Change from last year: -9.0% PP

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Reason | Percentage of complaints | Change on last year | |-----------------------------------------------------------------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 41.3% | 6.2 PP | | Overall environment | 12.5% | 7.3 PP | | The attitudes and helpfulness of the staff at station | 9.0% | -0.2 PP | | How request to station staff was handled | 6.0% | -0.7 PP | | Facilities on board | 5.7% | -0.5 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

Satisfaction with complaints handling process

Satisfaction with outcome of complaint

Note: TFL Rail were unable to supply this information in time for publication due to exceptional operational constraints caused by the impact of Covid-19.

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

TFL Rail closed 9,713 delay compensation claims in 2019-2020. This is 50% higher than the previous year.

TFL Rail approved 86.6% of delay compensation claims in 2019-2020.

TFL Rail responded to 100% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

TfL Rail operate a traditional delay compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

**TfW Rail**

**Owner group:** Keolis Amey Ltd\
**Operator:** Transport for Wales Rail (TfWR)\
**Franchise:** Wales & Borders\
**Franchise period:** 13 October 2018 – 13 October 2033\
**Sector:** Regional

**Operated stations 2019-20:** 247\
**Employees 2019-20:** 2,495\
**Passenger journeys 2019-20:** 31.8 million\
**% change compared to last year:** -4.8

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)\
Data tables: TOC Key stats

Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic.\
Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

______________________________________________________________________

**Provision of information to passengers**

**Passenger satisfaction with the usefulness of information when delays occur**

![Graph showing passenger satisfaction with the usefulness of information when delays occur for TfW Rail and National.]

- **TfW Rail:** 48%
- **National:** 45%

**Change on last year:** 6.3 PP\
**3.9 PP**

**Passenger satisfaction with how well the train company deals with delays**

![Graph showing passenger satisfaction with how well the train company deals with delays for TfW Rail and National.]

- **TfW Rail:** 45%
- **National:** 41%

**Change on last year:** 1.2 PP\
**3.7 PP**

**Passenger satisfaction with provision of information during the journey**

![Graph showing passenger satisfaction with provision of information during the journey for TfW Rail and National.]

- **TfW Rail:** 76%
- **National:** 60%

**Change on last year:** 1.8 PP\
**-0.6 PP**

PP = percentage point change\
The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes TFW Rail received 55,492 booked assistance requests in 2019-20. This accounted for 4.5% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator – Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 TFW Rail received 181 claims for redress following booked assistance failure in 2019-20, of which 74% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=507) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate per 100,000 journeys in 2019-20 | |---------|--------------------------------------------------| | Q1 | 43.0 | | Q2 | 63.2 | | Q3 | 79.7 | | Q4 | 79.1 |

Change from last year: 12.4%

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days in 2019-20 | |---------|------------------------------------------------------------| | Q1 | 98.5% | | Q2 | 94.5% | | Q3 | 92.1% | | Q4 | 95.8% |

Change from last year: -1.6 PP

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 35.7% | -0.3 PP | | Sufficient room for all passengers to sit/stand | 11.5% | -0.6 PP | | The helpfulness and attitude of staff on train | 3.2% | 0.0 PP | | Provision of information about train times/platforms | 3.2% | 0.0 PP | | Ticketing and refunds policy | 3.1% | -0.8 PP |

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Satisfaction with complaints handling process | TFW sample size: 1,231 | |---------------------------------------------|------------------------| | TFW Rail | 39% | 20% | 41% | | National | 30% | 19% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Satisfaction with outcome of complaint | TFW sample size: 1,231 | |---------------------------------------|------------------------| | TFW Rail | 43% | 17% | 39% | | National | 31% | 13% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

TFW Rail closed 73,421 delay compensation claims in 2019-2020. This is 221% higher than the previous year.

TFW Rail approved 90.2% of delay compensation claims in 2019-2020.

TFW Rail responded to 99% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link. Key Facts

Owner group: FirstGroup Operator: TransPennine Express Franchise: TransPennine Express Franchise period: 01 April 2016 – 21 March 2023 Sector: Regional

Operated stations 2019-20: 19 Employees 2018-19 (2019-20 not available): 1,258 Passenger journeys 2019-20: 28.6 million % change compared to last year: -2.3

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

| Year | TransPennine Express | National | Change on last year | |------|----------------------|----------|---------------------| | 2015 | 53% | 48% | 10.0 PP | | 2016 | 53% | 48% | 6.3 PP | | 2017 | 53% | 48% | | | 2018 | 53% | 48% | | | 2019 | 53% | 48% | |

Passenger satisfaction with how well the train company deals with delays

| Year | TransPennine Express | National | Change on last year | |------|----------------------|----------|---------------------| | 2015 | 47% | 41% | 10.9 PP | | 2016 | 47% | 41% | 3.7 PP | | 2017 | 47% | 41% | | | 2018 | 47% | 41% | | | 2019 | 47% | 41% | |

Passenger satisfaction with provision of information during the journey

| Year | TransPennine Express | National | Change on last year | |------|----------------------|----------|---------------------| | 2015 | 78% | 76% | 1.0 PP | | 2016 | 78% | 76% | 1.8 PP | | 2017 | 78% | 76% | | | 2018 | 78% | 76% | | | 2019 | 78% | 76% | |

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes TransPennine Express received 23,242 booked assistance requests in 2019-20. This accounted for 1.9% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 TransPennine Express received 73 claims for redress following booked assistance failure in 2019-20, of which 23.3% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=224) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

Transpennine Express

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 48.9 | | Q2 | 61.8 | | Q3 | 64.0 | | Q4 | 117.4 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 100.0% | | Q2 | 100.0% | | Q3 | 100.0% | | Q4 | 89.2% |

Change from last year: 17.4%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Top 5 reasons for complaints in 2019-20

| Complaint type | Percentage of complaints | Change on last year | |----------------|--------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 17.8% | 6.6PP | | Sufficient room for all passengers to sit/stand | 11.7% | -8.4 PP | | Facilities on board | 10.9% | 1.9 PP | | Ticketing and refunds policy | 7.6% | -1.6 PP | | Unhappy at type/level of compensation | 5.7% | 0.3 PP |

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

| Transpennine Express | National | |----------------------|----------| | Satisfied | 16% | | Neither | 16% | | Dissatisfied | 68% | | Total | 100% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Transpennine Express | National | |----------------------|----------| | Satisfied | 16% | | Neither | 10% | | Dissatisfied | 74% | | Total | 100% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

Transpennine Express closed 247,507 delay compensation claims in 2019-2020. This is 57% higher than the previous year.

Transpennine Express approved 74.1% of delay compensation claims in 2019-2020.

Transpennine Express responded to 99.7% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Transpennine Express switched from DR30 to DR15 from 2019-20 P12

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01 Key Facts

West Midlands Trains

Owner group: Abellio / Mitsui / East Japan Railway Company Operator: West Midlands Trains Franchise: West Midlands Franchise period: 10 December 2017 - 01 April 2026 Sector: London and South East / Regional

Operated stations 2019-20: 149 Employees 2019-20: 2,915 Passenger journeys 2019-20: 79.5 million % change compared to last year: +1.1

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database) | Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Provision of information to passengers

Passenger satisfaction with the usefulness of information when delays occur

Passenger satisfaction with how well the train company deals with delays

Passenger satisfaction with provision of information during the journey

PP = percentage point change | The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source: Transport Focus, National Rail Passenger Survey Accessibility and inclusion

Booked assistance volumes West Midlands Trains received 48,809 booked assistance requests in 2019-20. This accounted for 4% of all booked assists made nationally in 2019-20.

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or
- When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance in 2019-20

Claims for redress following booked assistance failure in 2019-20 West Midlands Trains received 9 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.3% (n=100) of complaints received by this operator were related to accessibility issues.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 Complaints handling and delay compensation

West Midlands Trains

Complaints rate (per 100,000 journeys) in 2019-20 by quarter

| Quarter | Complaints rate | |---------|-----------------| | Q1 | 21.5 | | Q2 | 34.7 | | Q3 | 35.8 | | Q4 | 62.7 |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)

Data tables: Complaints rate by train operating company - Table 14.9

Complaints responded to within 20 working days in 2019-20 by quarter

| Quarter | Complaints responded to within 20 working days | |---------|-----------------------------------------------| | Q1 | 99.6% | | Q2 | 97.5% | | Q3 | 89.7% | | Q4 | 70.6% |

Change from last year: 93.4%

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints responded to within 10 and 20 working days by TOC - Table 14.2

Percentage of complaints

| Complaint type | Change on last year | |----------------------------------------------------|---------------------| | Punctuality/reliability (i.e. the train arriving/departing on time) | 16.7 PP | | Sufficient room for all passengers to sit/stand | -2.7 PP | | Compensation claims process | -1.6 PP | | Ticketing and refunds policy | -0.3 PP | | Ticket buying Facilities | -3.6 PP |

Top 5 reasons for complaints in 2019-20

PP = percentage point change

Source: Train Operating Companies

Data tables: Complaints rate by NRPS category by TOC - Table 14.5

Passenger satisfaction with complaints handling 2019-20

West Midlands Trains sample size: 1,021

Satisfaction with complaints handling process

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | West Midlands Trains | 30% | 20% | 50% | | National | 30% | 19% | 51% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Satisfaction with outcome of complaint

| Train Operating Company | Satisfied | Neither | Dissatisfied | |-------------------------|-----------|---------|--------------| | West Midlands Trains | 38% | 15% | 48% | | National | 31% | 13% | 56% |

Source: Train Operating Companies

Data tables: Passenger satisfaction with complaints handling - Table 14.18

Delay compensation claims in 2019-20

West Midlands Trains closed 535,162 delay compensation claims in 2019-2020. This is 140% higher than the previous year.

West Midlands Trains approved 85.2% of delay compensation claims in 2019-2020.

West Midlands Trains responded to 99.5% of delay compensation claims within 20 working days in 2019-2020.

Note: A rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. For information on types of delay compensation schemes, please follow the data table link.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01

West Midlands Trains operate the Delay Repay 15 compensation scheme.

Source: Train Operating Companies

Data tables: Rail delay compensation claims by TOC - Table 17.01